We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 380824 results
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Decision Reference DRN-4782973
16 Oct 2024 First Central Underwriting Limited Not upheldInsuranceDRN-4782973 The complaint Mr J1, represented by Mr J2, complains about First Central Underwriting Limited cancelling his car insurance policy. For clarity, although First Central Underwriting Limited operated under the registered company name of Skyfire Insurance Company Limited at the... (3 pages)View decision -
Decision Reference DRN-4947270
16 Oct 2024 St. James's Place Wealth Management Plc UpheldInsuranceDRN-4947270 The complaint Mrs M is unhappy with the service received from St. James’s Place Wealth Management Plc when selling her a life and critical illness policy (‘the policy’). What happened The details of this complaint are well known to both parties, so I won’t repeat them again h... (4 pages)View decision -
Decision Reference DRN-4887135
16 Oct 2024 The Prudential Assurance Company Limited UpheldInvestmentsDRN-4887135 The complaint Mr and Mrs T complain that The Prudential Assurance Company Limited (“Prudential”) didn’t act on their instructions to make a partial withdrawal from their investment plan. They say they needed the money for their son to buy a house and were forced to withdraw ... (3 pages)View decision -
Decision Reference DRN-4773646
16 Oct 2024 Honda Finance Europe Plc Not upheldConsumer CreditDRN-4773646 The complaint Mrs L complains that Honda Finance Europe Plc trading as Honda Financial Services (“Honda FS”) has charged interest on a hire purchase agreement she had entered to purchase a used car. What happened Mrs L was supplied with a used car via a hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-4997463
16 Oct 2024 National Westminster Bank Plc Not upheldMortgagesDRN-4997463 The complaint Mr E complains about the valuation he obtained for his property, as part of his remortgage application with National Westminster Bank Plc. Mr E said that the valuation was too low, and the subsequent attempts to justify it by the valuer was fraudulent. What hap... (4 pages)View decision -
Decision Reference DRN-5085524
16 Oct 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5085524 The complaint Mr G has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relati... (8 pages)View decision -
Decision Reference DRN-4950252
16 Oct 2024 Coventry Building Society Not upheldBanking and PaymentsDRN-4950252 The complaint Ms H complains about Coventry Building Society (CBS) after she requested an interest instruction amendment. Ms H is also unhappy about an early closure charge for her fixed rate ISA. What happened In March 2024, Ms H contacted CBS to instruct them to transfer ... (3 pages)View decision -
Decision Reference DRN-4968852
16 Oct 2024 U K Insurance Limited Not upheldInsuranceDRN-4968852 The complaint Mr and Mrs P complain UK Insurance Limited (UKI) did not fairly settle their claim after they made a claim on their home emergency insurance policy. This left them without hot water for a number of weeks. References to Mr or Mrs P will include the other. UKI ... (3 pages)View decision -
Decision Reference DRN-5085448
16 Oct 2024 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5085448 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (14 pages)View decision -
Decision Reference DRN-4058554
16 Oct 2024 Citibank UK Limited UpheldInvestmentsDRN-4058554 The complaint Mr K and Mr K1 complain about Citibank UK Limited. They’re unhappy with advice they received to invest in two structured notes as they think they were exposed to an unsuitable level of risk. What happened Mr K and Mr K1 held an advisory portfolio with Citi. The... (9 pages)View decision
